Complaints Procedure — House Clearance Blackwall

House Clearance Blackwall is committed to delivering a reliable and respectful rubbish removal service. This complaints procedure explains how we handle concerns about our house clearance work, ensuring each issue is treated seriously and resolved promptly. If you believe our service fell short of reasonable standards, this policy sets out the steps we take from initial receipt to final outcome. Our aim is a fair, timely and transparent process that protects both clients and our team.

Scope: This procedure covers complaints related to the quality of clearance work, missed appointments, damaged property that is reasonably attributable to our operatives, pricing disputes, and any conduct concerns during a clearance. It applies to all domestic and small commercial house clearance assignments carried out by our local removal and rubbish disposal teams in the service area. Matters outside this scope — such as legal disputes over ownership or unrelated third-party actions — will be identified and explained to the complainant with guidance on possible next steps.

To raise a complaint, please lodge your concerns in writing where possible. Written complaints allow for a clear record and can be submitted by email or via a written letter or through an online submission channel. If you prefer, you may communicate an initial concern verbally — we will then ask you to confirm the details in writing to enable a formal review. When making a complaint, include the job reference if known, the date of the service, a clear description of the issue, and any supporting evidence such as photographs or itemised notes.

Acknowledgement and Initial Response

All complaints are acknowledged promptly. Upon receipt of a formal complaint we will confirm that we have received your correspondence and provide an outline of the next steps and an expected timeframe for a full response. In most cases an acknowledgement will be issued within two working days and a substantive response will follow within a reasonable period, typically 10 to 20 working days depending on complexity. We will keep you informed if further time is required and explain the reasons for any delay.

Investigation process: Our approach is to investigate impartially and thoroughly. A designated complaints handler will review the facts, consult the operative(s) who attended the job, assess any photographic evidence, and where appropriate arrange a site visit. Key stages of the investigation include:

• Gathering and preserving evidence relating to the clearance;
• Interviewing staff involved and reviewing job notes;
• Assessing any damage or breaches of agreed service standards;
• Formulating recommendations for remedy or improvement.

Resolution and Remedies

Following review, we will issue a written outcome summarising the investigation, our conclusions, and any offer of remedy. Remedies may include a partial refund, discounted future service, re-performance of specific tasks at no additional cost, or where appropriate, compensation for loss that can be demonstrably attributed to our actions. An apology and an explanation of steps taken to prevent recurrence may also be part of the resolution. All remedies are considered on a case-by-case basis and will be proportionate to the issue identified.

Escalation: If the complainant is not satisfied with the outcome provided by the complaints handler, the complaint can be escalated internally for review by a senior manager. This escalation request should be made in writing and will prompt a secondary review focusing on whether the original investigation was thorough and whether the proposed remedy was reasonable. Escalated cases are typically given priority and reviewed with additional oversight.

Record keeping and confidentiality: We maintain records of complaints and resolutions to monitor trends and improve service quality. Personal information provided during the complaints process is handled in accordance with our data protection commitments and retained only for as long as necessary to resolve the matter and to meet statutory or regulatory obligations. Records will be used to inform training, operational changes, and service improvements.

Timeframes and limits: Complaints should ideally be raised promptly after the service has been delivered so that evidence is fresh and issues can be assessed accurately. While we will consider historical complaints where evidence remains available, the ability to investigate fully may be affected by delays in reporting. Reasonable time limits for formal complaints are applied to ensure fairness to all parties.

Continuous improvement: Each complaint is an opportunity to improve. We review outcomes and implement corrective actions where systemic issues are identified, including additional training, revised procedures, and equipment checks. Our aim is to reduce repeat incidents and raise the standard of house clearance and rubbish removal across the service area.

Complaints are taken seriously and handled professionally. Raising a concern will not affect your right to request normal services from us in the future. Where a complainant remains dissatisfied after internal escalation, we will explain available external routes for resolution without providing legal advice. Our policy ensures transparency, fairness, and the right to a timely and reasoned response at each stage.